About the role
First line support on the service desk and to handle all general support.

Duties and responsibilities:

• Handling first line support calls
• Attending weekly help desk meeting
• Escalate to relevant team/senior if beyond ability or responsibility
• Performing scheduled weekly server checks
• Installations of the following: 
  o Microsoft Office 
  o Thunderbird (At selective sites) 
  o Sophos and ESET Anti-Virus and Security software 
  o 3rd party software not covered by outsourced solution 
  o Application upgrades
• Perform maintenance on the following: 
  o Infrastructure 
  o Software  
  o Network
• Liaise with external suppliers or vendors on the following: 
  o Repair of equipment under warranty or maintenance contract 
  o Troubleshooting of software under warranty or maintenance contract.
• Assisting other technicians on service desk/ in the roaming and on-site team – when requested
• Completing monthly time sheets and travel claims dutifully and diligently – Update daily or where possible
• Daily updates on allocated tickets
• Follow daily scheduled calendar – Request and update changes as necessary
• Request quotes with proper information on hardware or software
• Communicating with client on all changes or delays regarding an issue
• Escalating issues outside of scope of work.

Qualifications Requirements:

• South African Unemployed youth between the ages of 18 and 34.
• Must not have participated on the YES programme before.
• Matric
• Diploma/Degree in IT
• CompTIA A+ – or equivalent knowledge/experience
• CompTIA N+ – or equivalent knowledge/experience
• MCSA – Office 365
• CompTIA Linux+ / LPIC 1
• Sophos technician certificate
• L1 –  Internal Linux qualification

Key Performance Areas

• Assisting clients with support in a timeous manner.
• Logging all calls and work done
• Customer engagement
• Administration duties (correctly and timeously)
• Growth of knowledge and qualifications
• Logging of minimum of 6 hours’ work a day  

Working conditions

• Overtime will be required under the following circumstances. 
  o When requested by clients 
  o Support can’t happen during business hours due to business impact 
  o Issue has arisen that has extended into after hours 
  o Management or Senior staff require assistance with a matter 
  o If meetings are scheduled out of business hours
• Travel will be required to client’s sites/suppliers when requested as per the following reasons 
  o Require cover for SLA due to field technician being off or unable to make it 
  o Require support at an AD-HOC client that can’t be assisted remotely 
  o Require stock from suppliers that field team can’t collect
• Ability to work independently and in a team as required
• Following instruction from assigned team leader and other senior staff

Physical requirements:

• Working vehicle
• Valid driver’s licence
• Language skills proficient in English
• South African ID or international passport a with work permit

Please consider your application unsuccessful when you have not heard from the Signa Opportunity team within two weeks of submitting your application.